Technical questions

• Registration and login
• mozaWeb - First steps
• Digital publications
• mozaBook, mozaMap
• Purchase-related questions
• Licence codes
• Technical questions
• Interactive 3D scenes
• Virtual reality (VR, XR)

You have probably had questions about a function or encountered some kind of issue.

Fortunately, the most common questions have already been answered. You can view these by clicking on the Help (1) button at the top, which opens the FAQ menu. Here, you can see the most frequently asked questions organised by category (2), but you can also use the search bar (3) at the top to search by keyword (4).

Please, review these questions, as you will probably find the answer to your own question as well.

If you have not found the answer to your question, click on I need help (5) and fill out the form to contact our support team, who will answer shortly.

On mozaWeb, you can also contact us by using the panel at the bottom of the page (6) or clicking on the green button featuring an envelope on the side (7). You can either:

     1. Ask for help
     2. Send feedback

Asking for help

In the first case, you can send us your question by filling out the form mentioned above. To help you effectively, please share as much information as possible about your question. Simply typing "I cannot find it" is not enough, because our team will not know what you are looking for and where. 

Describe exactly what you are experiencing, for example, which book, which page of the book, which 3D scene, or which feature your question relates to.

Sending feedback

In this case, you will also need to fill out a form, but only click here if you are experiencing a technical issue, for example, if you see an error message or cannot open certain content. "I forgot my password" is not a technical problem. 

Before sending your feedback, check that your computer's operating system, browser, or the mozaik3D app is updated to the latest version. If a newer version is available, update it and check if the problem persists. If so, describe the issue in as much detail as possible. 

An issue can only be solved if the problem is clear; thus, it is important that you share as many details with us as possible. For example:

     - What browser have you used to open mozaWeb?
     - What operating system do you use?
     - Where did you click when you received the error message? 

You can also upload screenshots, screen videos, or other files, and in addition to the information you provide, the mozaWeb log files are also reviewed. Using the log files and your detailed description, our team tries to identify the error and begins the repair process.

Tip: If you encounter a problem while using a digital book or an exercise book, you do not need to exit the publication to send feedback. Click on the Feedback icon in the upper right corner (8) and submit your feedback in the window that appears, using the information provided above.In this FAQ article, the feedback function of mozaWeb was presented, but you can also send feedback from applications installed on mobile devices, as well as from mozaBook.

How can I send feedback and bug reports in mozaBook?